Troubleshoot the Attachment Warehouse

Missing documents

For documents uploaded before today

This could happen for the following reasons:

You sent the document to the state insurance department directly and didn’t use the Attachment Warehouse.
The Attachment Warehouse only keeps your documents for about 7-10 years. After that point, they can be automatically deleted.  
Important: Don’t use the Attachment Warehouse to store your personal records.

Documents uploaded today are missing

Sometimes there can be a caching issue where the documents you just uploaded are not appearing:

Log out of the Attachment Warehouse.
Log back in again.
Verify that your documents are shown.
If your documents are missing, try uploading the documents again. If the problem persists, contact NIPR support for assistance.

Cannot delete a document

You cannot delete a document once it has been uploaded to the Attachment Warehouse.

If you need to delete or remove a document, contact NIPR for support. They will work with the State to determine if the document can be deleted and alert you to the outcome. Unfortunately, there is no guarantee that the State will allow its removal.

Documents in the wrong spot

Uploaded document to the wrong location

Go to the appropriate section of the Attachment Warehouse and upload the document to that location.

Note: You may get an error stating that the file already exists, in that case, rename the document to give it a unique name and then upload it. For example, append “1” to the end of the file name.

Selected the wrong background question or application type

For Background Question Supporting Documents only, you can edit the upload and assign the document to the correct background question or application type.

Documents uploaded that you do not recognize

Authorized submitters can upload documents on your behalf, and that may be why you don’t recognize the document.

If you do not have any authorized submitters or feel that the upload is a mistake, contact NIPR for support.

License still pending after upload

Allow the State at least one week to review your document. If it’s been longer, contact the licensing state insurance department to see if they need anything else from you or if they can offer an estimated timeline to review your application.

Note: If you have concerns that the State has not received your documents, contact the state insurance department for assistance.

Cannot log in

This can happen for the following reasons:

Application not submitted yet

You cannot access the Attachment Warehouse until you’ve submitted your application.
If you’re trying to upload to the Reporting of Actions section of the Attachment Warehouse, then you do not need a pending application, but you do need to already have a license.

Less than 24 hours since submission

Sometimes it takes a little longer for your application to sync with the Attachment Warehouse.
Try logging in to the Attachment Warehouse again 24 hours after you submitted your application.

Application is not in a Pending status (applicable to BQSD and the ALD)

If you are trying to upload to the Additional Licensing Documents or the Background Questions Supporting Documents, your application must be in a Pending status.

Sometimes the approving state has already approved or denied your application, and your application is no longer pending. Or, you may have completed all the actions required and now you’re just waiting on the approving state. Double-check your application status.

Tip: You can see if you have any required actions for licensing from your Order History. However, be aware that past actions are shown even if you have resolved them. Your Order History is available in the User Menu after you log in to LicenseHub.

Didn’t answer “Yes” to a background question (only applicable for the BQSD section)

If you are trying to upload documents to the Background Supporting Documents section of the Attachment Warehouse, you can only do so if you have answered “Yes” to a background question.
Check your Order History to see what actions you need to complete for your application. However, be aware that past actions are shown even if you have resolved them. Your Order History is available in the User Menu after you log in to LicenseHub.

Used individual instead of business-entity, or vice versa

Attachments must match the application or license-account-owner information. If you applied as yourself or as a business entity, that’s how you will log in to the Attachment Warehouse.
Log in using the appropriate option and upload the document again.

Login not recognizing your resident license number

Sometimes there may be an issue where your resident license number is reported properly on the Producer Database, but it's not recognized when you login using the "Individual and Agency Sign-In With NPN" option.
If this is the case, we sincerely apologize for any inconvenience. Please try logging in using the "Individual and Agency Sign-In Without NPN or Resident License Number" instead. For more information see Log in to the Attachment Warehouse.

Selected the wrong option when logging in

There are two options when logging in: Use

Individual and Agency Sign-In With NPN if you have an existing license.
Individual and Agency Sign-In Without NPN or Resident License Number if you are applying for your first license.